Enterprise external service process
Enterprise external service process
Customer Consultation
◦ Customers consult the company about product related information, including product performance, specifications, prices, application scenarios, etc., through various channels such as phone, email, and online customer service on the official website.
◦ The enterprise establishes a dedicated customer service team to promptly respond to customer inquiries, record customer needs and issues in detail, and provide initial responses within a specified time (usually 24 hours).
Conceptual design
◦ Based on the specific needs of the customer's consultation, the enterprise arranges professional technical personnel to further communicate with the customer, understand the project site situation, such as the city of use, space size, installation method, usage requirements, etc.
◦ Based on the collected information, technicians tailor HVAC system solutions for customers, including product selection, system configuration, installation layout, and other instructions.
◦ The design cycle of the scheme depends on the complexity of the project. Generally, simple projects can be completed within 1-3 working days, while complex projects may take 1-2 weeks.
Quotation process
◦ Based on the solution provided by the technical personnel, combined with factors such as product cost and market conditions, provide customers with accurate quotations, including product prices, transportation costs, taxes, and other details.
◦ The quotation must go through a strict review process to ensure the accuracy and reasonableness of the prices. At the same time, clarify key business terms such as payment method and delivery time to customers.
◦ The quotation shall be provided to the customer within 1-3 working days after the scheme is determined, and shall remain valid for a certain period of time (usually 1-3 months).
Contract Signing
◦ After the customer has no objections to the quotation and proposal, both parties enter the contract signing stage. Enterprises provide standard sales contracts, which cover detailed terms such as product specifications, quantity, price, delivery time, quality assurance, and after-sales service.
◦ After the customer signs and stamps, the contract becomes officially effective. The enterprise shall archive the contract and promptly notify relevant departments to prepare for production and shipment.
Product production
◦ The production department arranges the production plan according to the contract order, and the procurement department timely purchases the required raw materials and components to ensure the smooth progress of production.
◦ The production process strictly follows the quality control system, inspecting each process to ensure that the product quality meets national standards and customer requirements.
◦ The production cycle depends on the type of product and the quantity of orders. Generally, regular products are produced within 1-2 days, while customized products may take 1-2 weeks.
Product delivery
◦ After the product is produced and inspected as qualified, the logistics department is responsible for arranging shipment. Select appropriate transportation methods according to customer requirements, such as road transportation, railway transportation, sea transportation, etc.
◦ Before shipment, the product should be properly packaged to ensure that it is not damaged during transportation. At the same time, provide shipping notifications to customers, informing them of the shipping time, shipping number, and other information.
◦ Logistics tracking personnel track the real-time status of goods transportation, promptly address any issues that arise during the transportation process, and provide feedback to customers on the transportation progress.
After-sale service
◦ The enterprise provides customers with a certain period of quality assurance, during which any quality problems with the product will be repaired or replaced free of charge.
◦ Establish a dedicated after-sales service hotline to promptly respond to customers' after-sales needs. Customers can provide feedback on issues through phone, email, and other means. After sales service personnel will contact customers within the specified time (usually 24 hours) and handle after-sales matters according to the contract agreement.
SHENYANG ACT TECHNOLOGY CO.,LTD.
Tel:+86-13804980877
Email:act88272927@163.com
Address: Qianyaobao Village, Qingshui Street, Shenbei New District, Shenyang City
Technology Department:+86-24-31329998
Purchasing Department:+86-24-31329977
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